L2 Application Support Engineer

The Level 2 Support Engineer for Web Applications is responsible for troubleshooting, diagnosing, and resolving issues related to web-based software platforms. This role serves as the escalation point for Level 1 support and involves close collaboration with development, QA, and infrastructure teams to ensure system stability and customer satisfaction.

Key Responsibilities:

• Issue Investigation & Resolution:

  • Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
  • Reproduce issues in test/staging environments to identify bugs or misconfigurations.
  • Conduct detailed log analysis, SQL/database checks, and API validation.

• Incident Management:

  • Classify and prioritize incidents based on severity and business impact.
  • Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
  • Collaborate with L1 and L3 teams during major incidents and post-incident reviews.

• User Support & Communication:

  • Communicate with business users or clients to gather additional information when needed.
  • Provide workarounds or solutions while permanent fixes are being developed.
  • Maintain knowledge base and support documentation.

• Technical Tasks:

  • Prepare scripts or SQL queries to validate data or resolve issues.
  • Perform basic configuration changes or updates in non-production environments.
  • Conduct release verification and smoke testing after deployments.

• Continuous Improvement:

  • Analyze recurring issues to suggest long-term fixes or enhancements.
  • Provide feedback to development/QA teams to improve application stability and usability.

Skills & Qualifications:

• Technical Skills:

  • Strong understanding of various technologies (Java, .NET, Visual Basic).
  • Experience with web application architectures (e.g., client/server, REST APIs).
  • Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
  • Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.

• Soft Skills:

  • Strong analytical and problem-solving skills.
  • Excellent communication and documentation abilities.
  • Ability to work independently and under pressure.

Communication Tools: Slack, Microsoft Teams, Email
Code/CI Tools: Git, Jenkins, GitHub Actions